The overall process was smooth and communication was great. The only hiccup was with the appraisal coming in late.
Ask for Jeff. He is the GOAT!!!!!
Veterans United was very up front, honest, professional, and friendly throughout the entire process. I would recommend this company 100% to anyone.
At first, Justin and the team were great: personable, detailed, and reassuring, among other qualities. However, as the timeline and progress furthered along, the performance began to degrade. Verbal assurances became dishonored, numbers began changing, etc. I continually asked if there were any further surprises, numbers, or anything else that may change the financial numbers or that could potentially affect the closing costs. I was reassured over and over. Unfortunately, my loan estimate to closing disclosure changed by more than $5,000. Yes, Justin and Veteran's United (VU) added lender credit, but this was only to get me at the rate they had promised from the beginning. Then, when the $5,000 change occurred, after I negotiated my rate back a little bit, more credit was given, but again, only because I was about to walk away when it became apparent I understood that they violated a federal law, which specified certain areas of the loan estimate couldn't change by more than a specific percentage. Regardless, I was supposed to receive my full $4,000 deposit back and ended up only getting $2,200 when all was said and done. I am not the first veteran to buy a condo, so for this lender to be unable to be transparent OR for them to fail to include the correct items on a loan estimate is unprofessional and deceptive, to say the least. I would have backed out, had I been given the chance, but the closing date was the next day. To give context: They were still changing up numbers and not getting it right, up to 4 hours before closing. That is how unfortunate this process was. I should have gone to Navy Federal or another lender. I will not be recommending them to any friends or family and will, in fact, tell fellow service members and others to steer clear of VU. I really had high hopes for them. This is unfortunate.
Response from Veterans United
Hi Derrick,
Thank you for taking the time to share this. I’m genuinely sorry for how stressful and disappointing this experience was, especially after such a strong start. When expectations are set and then change, it can understandably feel like trust was broken, and I hear how frustrating and unsettling that was for you.
You’re absolutely right to expect transparency and consistency throughout the loan process. Changes to numbers late in the timeline, particularly so close to closing, are incredibly stressful and not the experience we want for anyone, especially after you repeatedly asked for clarity and reassurance. I’m sorry we didn’t meet that expectation or give you the confidence you deserved along the way.
I also understand your concerns around the deposit and how those final outcomes felt, given the circumstances and timing. While I can’t address specific details in a public forum, I would really appreciate the opportunity to look into this more closely and better understand what happened from start to finish.
If you’re open to it, please reach out to our Client Advocate team so we can review your loan in detail and make sure your concerns are fully heard. You can contact us at 1-800-212-5200 or ClientAdvocate@vu.com. Our office hours are 9 a.m. to 5 p.m. Central Time, Monday through Friday, and messages outside those hours are typically responded to the next business day.
I truly regret that this experience fell short of what you expected and hoped for, and I appreciate you being honest about it.
Sincerely,
Claire S.
Client Relations Manager
From opening bid to closing in 23 days. That speaks for itself.
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Very professional. VU had an offer my other two lenders could not beat! This is our first home. My fiancé and I are happy to start our family! #ProudVeteranHomeowner
The team really helped me and helped with any issues that were raised. Solving the issues and helping my anxiety.
It was great having such a wonderful Team of Professionals ready at all times to help me become a Home Owner.Thank you all for making me a Proud Home Owner.
Awesome Team! Thanks
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Absolutely amazing!! Thank you!
All was well until time of disclosures and communication with title office. Mistakes were made and we almost didn't close on the new home....
Thank you Max, Jill and the rest of the team. I appreciate all your help.
David was amazing, He was always available and made us feel comfortable during the whole process.
Thank you all for making this process as easy as possible. I am extremely excited to have found a home in the most perfect location. The team helped me to stay on top of tasks and made this the most pleasant homebuying experience
Thanks again!
